How Technology is Transforming How Customers Wait

Technology is in every pocket, purse, and on every desktop. Our lives revolve around electronic devices and digital developments, so it only follows that technology is transforming how customers wait too – at stores, restaurants, movie theaters, and businesses of all sorts. We can also identify (blame?) technology as being responsible for making typical waits seem even longer than usual. Think about dial-up internet – it wasn’t that long ago, but can you imagine attempting to function with that kind of connection today? The faster devices become, the more peoples’ patience dwindles. And if the patterns of a waiting line aren’t altered to keep up with a faster-moving society, a business can feel the negative effects on profitability (as well as customer dissatisfaction) very quickly.

Technology Heightens the Service Experience

Today’s technology allows businesses to shorten the amount of time people spend waiting in a line. Just a few small alterations to a line’s configuration–like electronic call-forward queuing, station lights, digital promotional displays, and in-line merchandising – improve the customer experience in the queue, control wait times, and drive impulse sales as customers wait. Virtual queues eliminate the actual waiting line entirely, allowing people to focus on the technology that’s surrounding them, be it their own smartphone or a store’s LCD display. Virtual queuing allows businesses to communicate with customers the way they prefer – through text messaging or other electronic devices. Ultimately, the purpose of a waiting line has evolved from merely being a place to stand to a destination where multiple customer needs must be satisfied, from extended shopping opportunities to reduced wait times.

Connecting with Customers through Technology

Technological innovations in the waiting line reduce real and perceived wait times, both of which are crucial to the overall service experience. Fail in either of these areas and customer satisfaction levels will take a nose dive, as will customer retention and customer referrals – and without those necessities, there goes the revenue and the bottom line suffers. Optimizing customer flow and improving the productivity of service agents is changing the face of the waiting line in all sorts of environments, from amusement parks to cafeterias. And real-time queue monitoring and analytics makes managers aware of up-to-the-moment changes in queue behavior, allowing them to take action and put the kibosh on any potential problems before they get out of control. Sound too good to be true? It’s not. Technology, yet again, is the answer to happier customers and a more streamlined and efficient business operation. Today we announce the launch of our latest guide, "Automate the Wait." In this guide you'll learn why queue management deserves your attention; how queue management technology is transforming the waiting line experience; how businesses can dramatically boost efficiency, customer flow, and profits; and get the scoop about three innovative and easy-to-use queuing solutions every business should consider. Get your copy here.